Accommodation cancellation

My son got admitted into hospital therefore we had to cancel our reservations for sun city. Cancellation fee was 60% this is ridiculous. I can provide all admissions and medical files and they still take such a large cancellation fee. My booking was done through kulula but they said that the resort is the one that had taken the cancellation fee kulula tried to speak to the resort for a better cancellation fee but the resort said no. I find this extremely unfair and inhuman.